Exploring the Horizon of Contact Centers and CX in Latin America: A Unique Perspective from Juan Pablo Tricarico

Juan Pablo Tricarico is a prominent professional in the Contact Center and BPO industry, with a significant career that reflects his commitment and ability to drive growth and transformation in this sector. As an International Consultant of CRM, CX, BPO, and BI, and Coach in Digital Transformation, Juan Pablo has played a key role in the evolution and development of innovative strategies in the field of customer experience.

With significant roles as Business Development Manager of Virtual Agora, President of the Academic Committee of the Regional Congress of Customer Interaction, and Representative for Argentina of ALOIC (Latin American Alliance of Organizations for Customer Interaction), he has demonstrated his leadership and strategic vision. His participation as a Permanent Juror of the LATAM Award for the Best Organizations for Customer Interaction and as the editorial leader of the Special Section Dr. CEX (Customer Experience) further reinforces his influence in the industry.

Additionally, his role as Professor and Director of the CX Community in the Diploma of Customer Experience and Omnichannel at UBP, along with his participation in the Executive Board of AMDIA and as an International Speaker, highlight his dedication to sharing knowledge and promoting education in the sector. His extensive experience ranges from academic direction and business development to digital influence in SAP and leadership in various organizations, making him a fundamental pillar in the landscape of Contact Center and BPO in LATAM.

In this interview, we come together to talk about his experience in ALOIC and the main challenges he identifies within the industry.

What is the focus of your organization, and what are the main actions or projects carried out in the field of customer interaction and customer experience (CX)?

Our organization aims to collaborate with the development of companies and organizations in the southern region of LATAM in the CRM, CX, BPO, and BI ecosystem. We achieve this objective through the organization of physical and digital events, the delivery of the Argentina Award to the Best Organizations for Customer Interaction, the publication of the digital weekly Dr. Cex, and the co-direction of university diplomas, as well as advisory, coaching, and training as a consultancy.

What were the motivations to be one of the founding members of ALOIC?

ALOIC allowed us to collaborate also from a collaborative and representative vision at the regional level. It is our commitment to the entire Argentine ecosystem that ALOIC is at its service, which is why we maintain a close relationship with business chambers of the ecosystem, specialized press media, academia, and even some government entities.

How would you describe the reality of the Contact Centers and Customer Experience industry in your country and in Latin America in general at the time of ALOIC's foundation?

At the time of the foundation of ALOIC, 14 years ago, the CC and BPO industry and the practicing companies in the Southern Cone were already very aware of the opportunity to professionalize and accelerate the application of the best customer interaction strategies. The challenges involved the opportunity to meet better practitioners in the region and the world, as well as to add more technology and deepen and systematize processes ensuring that companies focus on their customers. ALOIC's presence in the region, through its founding members and allies, contributes to these objectives.

From your experience and career, what do you consider to be the most significant challenges the industry will face in the near future?

The main challenges are the professionalization of the industry, the seduction and retention of more and better talents, the complete adoption by all industries, the exploitation and care of information at the service of better customer management, the integration of technology with its corresponding ROI verification, the adoption of AI at the service of customers and collaborators alike, the development and care of relationships between customers and their outsourcing providers, deep exchange between LATAM region countries, taking advantage of each country's capabilities and leveling their possible weaknesses, and the total support of the states to promote the growth of the industry, ensuring the improvement of the experience of customers and collaborators and taking care of the capital of supplier-profile companies.

How can ALOIC help organizations and professionals to address and overcome these challenges in the Contact Centers and CX industry in Latin America?

ALOIC was born and owes its existence to discovering and making visible the best practitioners of CC, BPO, and CX in the LATAM region. Therefore, it has set out to collaborate on ALL the challenges listed above. The congresses of each founding member and ally, the national awards, and the LATAM Award contribute to the better reach of these challenges.